Quality Service Delivery And Customer Satisfaction A Case Study Of Quality Chemicals Katwe Uganda

ABSTRACT

The main aim of this research was to establish the role of quality service delivery and

customer satisfaction in Quality Chemicals Katwe Uganda.

The study was guided by the following objectives; To establish the role of accessibility of

services towards customer satisfaction, the role of price towards customer satisfaction and

ability of services towards customer satisfaction. The study established that; ability of

services towards customer satisfaction in Quality Chemicals Katwe is high. This is as a

result of effective quality control process and measures put forih by management of

Quality Chemicals Katwe. The study also established that the price attached on the

services at Quality Chemicals Katwe Uganda was cheap hence attracted high number of

customers. Accessibility of services towards customer satisfaction at Quality Chemical

Katwe on the other hand was found to be high and effective. This has enabled customers

to reach out easily for services at Quality Chemicals Katwe Uganda.

The materials used in the data collection were secondary data sources which included

published articles, newsletters, internet, library literature and company records. Primary

data was collected by the use of observation, questionnaire, face to face interviews to

collect the first hand information

Based on the research finding, the researcher recommended the following; services should

be made continuously available coupled with quality production at all times as to enable

customers to reach out on those services with convenience, price attached on the services

should be fair as to be able to attract customers into the company, effective quality

measures and process must be effectively maintained in order to improve on quality of services produced at quality chemicals Katwe-Uganda.